Contact Center Representative
Company: Jackson Hewitt
Location: Laurinburg
Posted on: April 24, 2024
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Job Description:
At Jackson Hewitt, and its independently owned and operated
franchisees, we provide an invaluable service in guiding our
clients through the tax codes, rules, and processes. We do this
with integrity, quality, and consistency. We take pride in that.
The role you play is critical to our success and together we are
"Working Hard for the Hardest Working Americans". This is our
mission and it's a large part of why we work here.
Together we are highly passionate about what we do, and how we can
help our clients. For most Americans, their tax return is the
biggest single financial event of the year, and it can be quite an
emotional experience. That's where you come in! We are here to ease
their stress and provide expert customer service and tax
knowledge.
What you'll do here:
Inbound/Outbound calls to clients to learn about and address their
needs, complaints, or other issues with products or services.
Respond efficiently and accurately to client inquiries, explain
possible solutions, and ensure that clients feel supported and
valued.
Present a professional, courteous, and confident demeanor via
verbal and/or written communications.
Take ownership in assisting, researching, resolving, or escalating
customer issues.
Respond to customer queries in a timely and accurate way, via
phone, email, or chat.
Diligently and accurately document customer records and cases.
Engage in active listening with callers, confirm or clarify
information and diffuse angry clients, as needed.
Make sales or recommendations for products or services that may
better suit client needs.
Utilize software, databases, scripts, and tools appropriately.
Use multiple tools, knowledgebase, and communication skills to
effectively research and provide accurate information with the goal
of recommending the customer's next best action to take towards
service completion.
Skills you'll bring for success:
1 - 3 years previous call center experience
High School Diploma/GED or equivalent related business experience
preferred
Strong written and verbal communication skills
Great active listening skills
Exceptional interpersonal and rapport building skills
Patient and empathetic attitude
Strong time management and organizational skills
Comfortable working in a fast-paced environment
Computer literacy, ability to learn new technologies
Phone skills, including familiarity with complex or multi-line
phone systems
Ability to learn in-depth knowledge of JH's products and/or
services
PTIN Certification: Yes
By submitting this form, I hereby acknowledge that most Jackson
Hewitt locations are operated by independent franchisees and not
Jackson Hewitt or its affiliates. I further acknowledge that
franchisees are independent employers and separate companies and
employers from Jackson Hewitt Inc., and set their own employment
policies and practices. Franchisees are the exclusive employer of
their employees and as such are solely responsible for all
employment-related matters and decisions in their locations.
Specifically, with regard to employees of franchisees, such
franchisees, and not Jackson Hewitt, will have exclusive control
over all employment-related decisions, including decisions
concerning hiring, firing, wages, conditions of employment,
discipline, staffing, or any other day-to-day employment issue.
Jackson Hewitt Inc. will have no obligation or right to control any
franchise employment issue relating to employees of a Jackson
Hewitt franchisee. By applying for a job at a franchise-operated
location, I understand that the information I provide will be
forwarded to the franchisee in order for that organization to reach
out to me and process and evaluate my application. I acknowledge
that Jackson Hewitt will not receive a copy of my employment
application and will have no involvement in any employment
decisions regarding me, including whether I receive an interview or
whether I am hired to work for the franchisee. I understand that I
need to contact the relevant franchisee for information about its
privacy practices. Any communications opt-out that I submit in any
franchisee's job application process is specific to that franchisee
and will not be communicated to any other entity.
Keywords: Jackson Hewitt, Rocky Mount , Contact Center Representative, Other , Laurinburg, North Carolina
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